Job Type: Full time
This position reports to the RMO Service Desk Manager and supports the servicing of AP, IP and RBE customers and processes in the North America region.Responsibilities:Courteously, accurately, and professionally respond to inbound calls from Citi employees and Citi vendors for all Accounts Payable related end-to-end functions namely Invoice Payment, Internet Procurement and Citi Expense Reimbursement processes •Prepare and respond timely and accurately to email inquiries from Citi employees and vendors who write to one of our email addresses for the services listed above •Handle Citi Directory Assistance calls, as required, within service standards and according to documented procedures •Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance via the existing tracking mechanism •Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation •Conduct or assist with training of new Customer Service representatives as needed •Conduct or assist with training of refresher training to Customer Service representatives as needed •Perform Call Center administrative tasks as required •Support the research of customer escalationsResponsible for responding to inbound inquiries including, the resolution of complex escalations, emails, chat and website requests. Train other staff members or support the quality control review processAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.Qualifications:Minimum three years experience in RMO Customer Service Desk•Demonstrated proficiency in, at minimum, two of the three core Accounts Payable products (Invoice Processing, Internet Procurement or Travel and Expense Reimbursement) •Ability to conduct new hire training, handle complex product support escalations or fully support one of the customer service initiatives on a day to day basis"Education:High School diploma or equivalent-------------------------------------------------Job Family Group: Operations - Services-------------------------------------------------Job Family:Accounting Operations------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting-----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.